Richard, > Is there a recommended way to record the 'first contact/response' time > without analyzing the transactions?
You can going forward , I've done something similar a while back , my requirement were to calculate the first response time to the customer from the ticket created time, responses to customers are always in correspondence , so I created a custom field FirstResponse and a scrip with condition on correspondence with action that look for the TransactionObj->Creator if it's a staff member (based on group membership), then I populate the FirstResponse with the diff in minutes between TransactionObj->Created and TicketObj->Created. --Obviously if the FirstResponse is already populated then return undef, ie no need to do anything. As I said this will only help you going forward, for existing tickets , I am afraid it have to be the hard way, but I would use the RT Api and not sql directly. Hop that helps. 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NOTICE TO CUSTOMERS If you have ordered a telephone number from Daisy Communications Limited (non-geographic or new line installation) please do NOT arrange for any form of advertising until the number is live and tested. -----Original Message----- > From: [email protected] [mailto:rt-users- > [email protected]] On Behalf Of Richard McMahon > Sent: 29 September 2011 10:26 > To: Francisco Jen Ou > Cc: [email protected] > Subject: Re: [rt-users] Doing response-time analytics > > > > Started: Tue, Aug 16, 2011 3:02:18 PM > > Hi, > > It looks to me that Started is updated when the ticket is taken or any > transaction to the ticket. e.g. queue change > > This time is not the time for first response with a requestor > > Is there a recommended way to record the 'first contact/response' time > without analyzing the transactions? > > r. > > On Wed, 28 Sep 2011, Francisco Jen Ou wrote: > > > Date: Wed, 28 Sep 2011 16:45:10 -0300 > > From: Francisco Jen Ou <[email protected]> > > To: Jason Ketola <[email protected]> > > Cc: [email protected] > > Subject: Re: [rt-users] Doing response-time analytics > > > > Hi, > > > > If you have access to RT server console, you can run this command: > > > > /opt/rt4/bin/rt show -l ticket/ticket_number > > > > which will give you detailed data and these 2 interesting fields: > > > > ... > > Created: Tue, Aug 16, 2011 3:00:37 PM > > ... > > Started: Tue, Aug 16, 2011 3:02:18 PM > > > > > > > > Em 28-09-2011 16:19, Jason Ketola escreveu: > >> Hi, > >> > >> I'm trying to figure out how to do analytics on response times to > >> messages. That is, I want to be able to graph, for instance, how long > >> it's taking on average for messages hitting our queue to get a response > >> (I'm not looking for time to resolution). From what reading I've done, > >> it seems like I'll need to create a custom field to do this, right? Or > >> is there somewhere else I should look? > >> > >> Thank you! > >> Jason > >> > >> > > -------- > > RT Training Sessions (http://bestpractical.com/services/training.html) > > * Chicago, IL, USA September 26 & 27, 2011 > > * San Francisco, CA, USA October 18 & 19, 2011 > > * Washington DC, USA October 31 & November 1, 2011 > > * Melbourne VIC, Australia November 28 & 29, 2011 > > * Barcelona, Spain November 28 & 29, 2011 > > > > ------------------------------------------------------------------- > Dr. Richard G. McMahon | Phone (office) 44-(0)-1223-337519 > University of Cambridge | (switchboard) 1223-337548 > Institute of Astronomy | (secretary) 1223-337516 > Madingley Rd | FAX 1223-337523 > Cambridge, CB3 OHA, UK. | mobile 7885-409019 > Office: Hoyle 18 | home 1223-359770 > ------------------------------------------------------------------- > email: [email protected] | WWW: http://www.ast.cam.ac.uk/~rgm > [email protected] | skype: richardgmcmahon > ------------------------------------------------------------------- > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Chicago, IL, USA September 26 & 27, 2011 > * San Francisco, CA, USA October 18 & 19, 2011 > * Washington DC, USA October 31 & November 1, 2011 > * Melbourne VIC, Australia November 28 & 29, 2011 > * Barcelona, Spain November 28 & 29, 2011 -------- RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 & 27, 2011 * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Melbourne VIC, Australia November 28 & 29, 2011 * Barcelona, Spain November 28 & 29, 2011
